SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service

Transcription

1 Hosted Cloud Storage Service: Scope of Service 1. Definitions 1.1 For the purposes of this Schedule: Access Account is an End User account with Data Storage requiring authentication via a username and password. Dimension Data Hosting Centre means the data centre facility for the Service. End User means an employee of the Customer who has an Access Account. Management Portal means the portal accessed by the Customer s Service Administrators to administer, configure and manage the Customer s use of the Service. Network Interconnection means the optional connection established between the Customer and Dimension Data Hosting Centre further described in clause 8. Service Administrator means an employee of the Customer nominated to perform specific tasks required as a part of the Service. Software Client means an application installed on a computer or mobile device enabling access and additional features to the Access Account. Storage Administration Request means a request from Service Administrators to make changes as described in clause 28. Storage Data Plan means the plans specified in clause 16. Storage Website means the portal accessed by the Customer s End Users for the Service. 1.2 Other terms are defined in clause 1 of the Agreement. 2. Service Summary Dimension Data s general obligations 2.1 Dimension Data must, for the purpose of performing the Service, provide the package of Service Components selected by the Customer and specified in the Hosted Services Agreement. 2.2 The Service Components listed in the table in clause 2.3 are described in further detail in clauses 3 to 30 inclusive. 2.3 Table of Service Components: Service Component Cloud Storage Storage Data Plans - 50 GB 100 GB 500 GB 2 TB 4 TB 10 TB Internet Data Transfer Quota Storage Data Access Access Accounts Storage Website Access File Management Assisted Data Transfer Services Management Portal Network Interconnection If selected Storage Infrastructure Security Storage Infrastructure Availability Network Interconnection Availability If selected Service Request Management Service Request Escalation Service Reporting Storage Infrastructure Incident and Problem Management Storage Administration Requests Service Administration Changes Transition Services Dimension Data Australia Pty Ltd Page 1 of 9

2 Service Component Cloud Storage Network Interconnection Availability If selected Network Interconnection Redundancy If selected Transition Services 3. Transition 3.1 Where required, the Transition Services will be provided. 4. Transition Manager 4.1 The Customer must nominate and make available: a. the names of the stakeholder(s) for the transition; b. a Customer Transition Manager; and c. appropriate technical engineering resources. 4.2 Dimension Data must appoint a Transition Manager to: a. schedule, attend and minute a transition kick-off meeting with the Customer and any appropriate third party suppliers as agreed by Dimension Data and the Customer; b. develop a Transition Plan to be agreed during the transition kick-off meeting; c. track tasks against the Transition Plan and communicate and manage changes to the Transition Plan; d. facilitate effective communication that provides key stakeholders with timely and accurate transition updates; e. provide Dimension Data service delivery teams with updates on the Customer s environment; and f. act as a single point of contact for all transition matters. 5. Transition Kick-off Meeting The Parties obligations 5.1 The transition kick-off meeting will be held at a time and place agreed between the Customer and Dimension Data. 5.2 At the transition kick-off meeting both parties: a. must review and agree on the Transition Plan; b. identify requirements for establishment of the Service; c. identify and discuss any dependencies, constraints, risks and issues; d. confirm their project teams and agree on roles and responsibilities; e. confirm stakeholders and escalation and communication paths; and f. gather any on Site requirements (access, security, safety etc) (if required). 5.3 The Dimension Data Transition Manager will send a copy of the minutes to the Customer, and log any issues associated with delivering the Service, follow them through to resolution and ensure that the Customer is kept informed of progress. 6. Provision of Information 6.1 To ensure timely establishment of the Service, the Customer must complete and return the Data Collection Sheet to Dimension Data within five (5) Business Days of receipt. 6.2 The Customer must also complete and return a Logo Authority Form, to authorise Dimension Data to load the Customer s logo into the Management Portal. 7. Management Portal Establishment 7.1 Dimension Data must: a. create and configure the Management Portal with all relevant service information; b. enable logins and advise the Customer of all details; and Dimension Data Australia Pty Ltd Page 2 of 9

3 c. configure access to the Management Portal via the internet. 7.2 The Customer must verify the accuracy of the information entered into the Management Portal and advise Dimension Data of any errors and/or required changes. 8. Implementation of a Network Interconnection (if selected) 8.1 The Customer must: a. provide physical access to the Site for the carrier to install the necessary carrier service; b. notify Dimension Data of any requirement for on Site engineering assistance at least 48 hours prior to the scheduled service activation date by the carrier; and c. allow its WAN to transfer Customer Data from remote Sites across the WAN to the primary Site which is connected to the Dimension Data Hosting Centre via the Network Interconnection. 8.2 Dimension Data must: a. establish a Network Interconnection service between the Dimension Data Hosting Centre and the Customer s network as detailed in the relevant Appendix; b. order and co-ordinate the installation of carrier services for the Network Interconnection which may take up to 6 weeks to complete (subject to carrier constraints); c. provide telephone support to assist the Customer with configuration of the Customer s gateway router to enable data communication, upon carrier service activation; and d. if requested by the Customer, provide an engineer to assist with configuring the Network Interconnection at an Additional Charge. 9. Implementation of Network Interconnection Redundancy (if selected) 9.1 The Customer must: a. not request the Network Interconnection Redundancy option if not already selected a Network Interconnection; b. ensure that its network, particularly the routing protocols, is configured so that when the redundant Network Interconnection is active Dimension Data continues to be able to supply the Service; and c. ensure that when the primary Network Interconnection resumes operation, all Service traffic is rerouted back to the primary link. 9.2 If this option is selected by the Customer, Dimension Data must: a. establish a redundant Network Interconnection between the Dimension Data Hosting Centre and the Customer s network to ensure continuity of the Service according to clause 8.2; b. test the Network Interconnection when the backup link is active; and c. if requested by the Customer, perform work required to address deficiencies or issues with the redundant Network Interconnection and/or regularly check it, both at an Additional Charge. 10. Online Storage Data Access Establishment 10.1 The Customer must nominate Service Administrator(s) to manage the Service and be responsible for configuring the required End User Access Accounts Dimension Data must provide the Customer with: a. a URL for the Customer s Storage Website; b. instruction material on the Storage Website; c. assistance with alternative access via other Software Clients; and d. Service Administrator user name(s) and initial passwords for access to the Service. 11. Software Client Installation Dimension Data Australia Pty Ltd Page 3 of 9

4 11.1 The Customer must ensure that all End Users, or Service Administrators on behalf of End Users, download and install the required Software Clients prior to the Service Commencement Date if they intend to use the features available through the Software Client Dimension Data must: a. provide End Users and Service Administrators with access to download and install the following Software Clients: i. Windows desktop Software Client; ii. WebDav for Mac and Linux Software Client; iii. BlackBerry Software Client; iv. iphone Software Client; and v. Windows Synchronisation Software Client. b. make Software Clients available, including future updates, to Service Administrators via the Management Portal and to End Users via the Storage Website, except for the iphone Software Client that will be made available via the Apple App Store. c. if requested, assist the Customer to download and install the required Software Clients at an Additional Charge. 12. Assisted Data Transfer Option 12.1 If requested, Dimension Data must supply a storage device to be located at the Customer s Site that captures the Customer s storage data locally, and allows the initial transfer of data to the Dimension Data Hosting Centre, which may be at an Additional Charge. 13. Introductory Management Portal Demonstration 13.1 Dimension Data may: a. provide an introductory demonstration on the Management Portal covering basic navigation, features and change management procedures via a web conference at a time agreed between Dimension Data and the Customer; b. if requested by the Customer, provide further demonstrations at an Additional Charge; and c. provide current user guides in electronic format accessible by Service Administrators. 14. Service Delivery Enablement and Acceptance 14.1 Dimension Data will commence supply of the Service upon completion of all the following items: a. receipt of a purchase order (PO) from the Customer; b. Network Interconnections provisioned; c. Record of Entitlement issued; d. Management Portal established; e. Management Portal instructions provided; f. completion of the Transition Services; and g. Welcome Pack distributed. Hosted Cloud Storage Service 15. Storage Data Plans 15.1 Dimension Data must: a. provide the Customer with a volume of storage data disk space in the Dimension Data Hosting Centre selected from the following Storage Data Plans: i. 50 GB; ii. 100 GB; Dimension Data Australia Pty Ltd Page 4 of 9

5 iii. 500 GB; iv. 2 TB; v. 4 TB; and vi. 10 TB, b. assign Storage Data Plans to End Users or groups of End Users according to the information provided by the Customer in the Data Collection Sheet; c. provide higher volume Storage Data Plans at an Additional Charge; d. work with the Customer to make available, at an Additional Charge, additional plans to cater for increased data; and e. provide storage data in excess of the Storage Data Plan at an Additional Charge in 100GB increments and invoiced on a quarterly basis in arrears. 16. Internet Data Transfer Quota 16.1 Dimension Data must: a. provide the Customer that has access to the Service via the Internet, with a data transfer quota five times its Storage Data Plan for all data transferred into or out of the Dimension Data Hosting Centre; and b. provide the Customer that has access the Service via any Network Interconnection, with uncapped data traffic transferred into and out of the Dimension Data Hosting Centre to the limitation of the Network Interconnection. 17. Storage Data Access Access Accounts 17.1 Dimension Data must: a. include in each Storage Data Plan a number of Access Accounts for End Users or groups of End Users as follows: i. 50GB up to 25 Access Accounts; ii. 100 GB up to 50 Access Accounts; iii. 500 GB up to 250 Access Accounts; iv. 2 TB up to 1,000 Access Accounts; v. 4 TB up to 2,000 Access Accounts; and vi. 10TB up to 5,000 Access Accounts, b. provide the user names and passwords for the Access Accounts based on End User information provided by the Customer The Customer must: a. provide Dimension Data with End User and Access Account information in soft copy format in the Data Collection Sheet; and b. ensure its designated Service Administrators manage the Access Accounts via the Management Portal. Storage Website Access 17.3 The Customer must ensure that it has an internet browser that is Internet Explorer 7 (or later), Firefox 3 (or later), Google Chrome or Safari 3 (or later) Dimension Data must provide: a. access to the Storage Website for End Users via through a web browser that is supported listed in clause 17.3; and b. End Users with the ability to store, share and access the Service using any of the Software Clients (listed in clause 11.2a) with internet access. Dimension Data Australia Pty Ltd Page 5 of 9

6 18. File Management 18.1 Dimension Data must provide the Customer with the following file management functionality via the Storage Website: a. the ability to upload, organise, access, search and retrieve files; b. the ability to search and create filters that search by file name, folder name and file type; and c. provide the Service with default access to the Customer that is restrictive, meaning nobody but the file owner may access a file unless the file owner has shared that file, assigned access to others, or has published a URL for the file. 19. Assisted Data Transfer Services 19.1 The Customer must: a. request assistance from Dimension Data; b. provide the data on agreed media and deliver it to Dimension Data via an agreed method; and c. provide files in good working order. If Dimension Data is unable to access the files, the Customer must rectify the files or provide another copy of the data. An Additional Charge may apply Dimension Data must: a. if requested by the Customer via a Service Request, transfer data that they require assistance with; and b. provide a response by the following Business Day at an Additional Charge based on an hourly rate with a minimum of a one (1) hour charge per enquiry. 20. Management Portal 20.1 Dimension Data must: a. give the Customer access to a Management Portal that provides Service Administrators with the following service administration functionality: i. Software Client installation tools and instructions; ii. view and raise Storage Administration Requests; iii. Window Synchronisation Software Client tools and instructions; iv. the ability to change End User passwords to the Storage Website; and v. view data storage plans and internet data transfer quota usage, vi. add/assign data storage plans to End User(s) Access Accounts; and vii. apportion Storage Data Plans to server(s). b. upload End User information supplied by the Customer via the Data Collection Sheet into the Management Portal; c. make User Guides and Work Instructions relating to elements of the Service available to the Customer via the Management Portal; d. give the Customer notice of each quarterly 12 hour scheduled outage for maintenance of the Management Portal at least two (2) weeks prior to the required outage; and e. endeavour to give the Customer notice of emergency or unscheduled outages for maintenance of the Management Portal (for example, to allow for installation of security patches) as soon as practicable The Customer remains responsible for managing all access, and use of the Service. 21. Network Interconnection (if selected) 21.1 The Service by default relies on the Customer using its existing internet connection for accessing cloud storage. In the majority of situations the performance of the internet will be adequate. Should the Customer however require additional performance, an optional dedicated Network Interconnection is available If selected Dimension Data must provide a Network Interconnection service between the Customer s network and the Dimension Data Hosting Centre to enable End Users to access files in the cloud storage as selected by the Customer from the following: Dimension Data Australia Pty Ltd Page 6 of 9

7 a. 1 Mb/sec link; b. 2 Mb/sec link; c. 10 Mb/sec link; d. 20 Mb/sec link; and e. 50 Mb/sec link The Customer can upgrade its Network Interconnection upon request and at an Additional Charge. 22. Network Interconnection Redundancy 22.1 The Customer must: a. not request the Network Interconnection Redundancy option if not already selected a Network Interconnection; b. ensure that its network, particularly the routing protocols, remain configured so that when the redundant Network Interconnection is active Dimension Data continues to be able to supply the Service; and c. ensure that when the primary Network Interconnection resumes operation, all Service traffic is rerouted back to the primary link If this option is selected by the Customer, Dimension Data must establish a redundant Network Interconnection between the Dimension Data Hosting Centre and the Customer s network to ensure continuity of the Service and/or regularly check it, both at an Additional Charge. 23. Storage Infrastructure Security 23.1 Dimension Data will ensure that the Service is protected by a firewall, intrusion prevention and files are stored with industry leading 256-bit AES encryption. 24. Storage Infrastructure Availability 24.1 Dimension Data will: a. ensure the storage infrastructure that supports the Service is based on a high availability cluster with redundancy at the cloud storage application and data layers; and b. meet a Service Level of 99.9% availability for stored data. Exclusion 24.2 Cloud storage data is not backed up so if there are business critical files that require backup, the Customer may purchase Dimension Data s Hosted Backup Service The availability Service Level applies only to the Service. No guarantee is offered in relation to access to the Service. 25. Network Interconnection Availability (if selected) 25.1 Dimension Data must meet a Service Level of: a. 99.9% availability for Network Interconnection; or b % availability for Network Interconnection including Network Interconnection Redundancy. 26. Service Request Management 26.1 If the Customer has Problems or Incidents in connection with receipt of the Service, the Customer must: a. ensure that its End Users call the Customer s IT personnel or helpdesk as the first line of support for queries or Incidents associated with the Service; b. ensure Service Administrators are able to raise Storage Administration Requests online or other service administration requests by contacting the Dimension Data Service Desk; c. perform an initial diagnosis of the apparent Incident before logging a Service Request; d. provide sufficient and accurate information when logging a Service Request; Dimension Data Australia Pty Ltd Page 7 of 9

8 e. follow the Service Request logging procedures issued by Dimension Data from time to time; f. retain the Service Request number to assist with referencing details of the Service Request in subsequent interactions; g. escalate Incidents to Dimension Data only if they cannot be resolved by the Customer internally; h. only raise Service Requests for Severity Level 1 Incidents (as described in the Service Request logging procedures notified by Dimension Data from time to time) with the Service Desk by telephone. It is recommended that Severity Level 2 Incidents (as described in the Service Request logging procedures notified by Dimension Data from time to time) also be raised by telephone; and i. provide Dimension Data with access to the Site during Business Hours or as agreed if required Dimension Data must: a. accept Service Requests through the Service Desk 24 hours per day, 7 days per week; b. create and maintain Service Requests in the Dimension Data Management System and coordinate responses to Service Requests in accordance with the relevant Service Component and during Business Hours; c. inform the Customer of the Service Request number; d. contact the Customer to make the necessary arrangements if access to a Site is required to address the Service Request; e. if necessary, attend at the Site, during Business Hours; and f. provide updates to the Customer on Service Request progress As part of its service improvement process, Dimension Data may conduct customer satisfaction surveys with Customer contacts upon resolution of an Incident, Problem or other issue as Dimension Data considers necessary. The Customer must respond to survey questions in good faith. 27. Service Reporting 27.1 Dimension Data must make the following reports available on demand via the Management Portal: a. the Storage Data Plan allocated to each Access Account and the amount of data utilised; and b. the Internet Data Transfer Quota allocated to each Access Account per month and the amount of Internet Data Transfer Quota utilised. 28. Storage Administration Requests 28.1 Service Administrators are able to raise Storage Administration Requests online or by contacting the Service Desk. A maximum of 5 requests per month are allowed before additional charges apply Storage Administration Requests may be made by Service Administrators in the Management Portal may include: a. requesting changes to End User(s) Access Accounts; b. changing the Storage Data Plan allocated apportioned to End User(s); and c. End User password resets On receipt of a Storage Administration Request Dimension Data must: a. schedule the change with the Customer; and b. modify the configuration within the Customers Management Portal as requested, during Business Hours, 29. Changes to Customer/Escalation Contacts 29.1 The Customer must advise Dimension Data of changes to any of the nominated escalation contacts within 48 hours of the alteration Dimension Data must update the Customer s escalation contact details in the Dimension Data Management System within two (2) Business Days of receipt of a Service Request and a revised relevant section of the Data Collection Sheet. Dimension Data Australia Pty Ltd Page 8 of 9

9 30. Management Portal Administration 30.1 If a Customer employee leaves his or her employment, the Customer must instruct Dimension Data to remove or disable the relevant logins to the Management Portal without delay Dimension Data must add and delete Customer End Users logins to the Management Portal within two (2) Business Days of receipt of a Service Request and a revised relevant section of the Data Collection Sheet. Dimension Data Australia Pty Ltd Page 9 of 9